Quality Management Suite
Call Recording Frequently Asked Questions
Part 5: Some Calls are not being Recorded
When a customer reports this type of issue, it is imperative that they provide
very specific information on just what calls are not being recorded.
I have encountered this problem on more than one occasion. The reports came
from a comparison of a Call Manager or PBX Call log with a call list of Recorded
Calls in QMS. First,
understand that QMS Records legitimate Calls. To explain, look at the sample
Shoretel log below.
|
s2ch18 |
06/23/2010 |
8:31:26 AM |
Out |
9+1861699323 |
291 |
0:49:15
|
|
s2ch17 |
06/23/2010 |
9:48:59 AM |
Out |
9+1601254953 |
291 |
0:00:02
|
|
s2ch16 |
06/23/2010 |
10:35:04 AM |
Out |
9+1601284953 |
291 |
0:00:07
|
|
s2ch17 |
06/23/2010 |
10:53:58 AM |
Out |
9+1601234953 |
291 |
0:00:13
|
|
s2ch19 |
06/23/2010 |
11:03:29 AM |
Out |
9+1601244953 |
291 |
0:00:20
|
|
s2ch19 |
06/23/2010 |
11:06:54 AM |
Out |
9+1601264953 |
291 |
0:00:14
|
|
s2ch23 |
06/23/2010 |
11:13:28 AM |
Out |
298 |
291 |
0:05:38
|
|
s2ch21 |
06/23/2010 |
11:21:59 AM |
Out |
9+1601254953 |
291 |
0:00:05
|
|
s2ch17 |
06/23/2010 |
11:30:05 AM |
Out |
9+1601274953 |
291 |
0:00:13
|
|
s2ch23 |
06/23/2010 |
11:33:24 AM |
Out |
9+1601294953 |
291 |
0:00:37
|
|
s2ch22 |
06/23/2010 |
11:33:30 AM |
In |
9+1411600291 |
291 |
0:01:34
|
In this list, you see 11 Calls. Checking the QMS Recorded logs we found that QMS
only recorded the 1st and
Last call in this list. Out of 11 Calls that Shoretel reported, QMS only
recorded 2 of them. (The actual phone number were altered for privacy reasons)
Let’s take a look at the 9 calls that were not recorded. Calls 2 thru 6, 8, 9
are outbound calls lasting only seconds, hardly enough time to finish the dial,
have the phone ring and someone answer the phone. It was determined that they
were getting a busy signal and hung up the phone.
Calls ranging from 20 seconds to 45 seconds were determined to be, Calls placed
that were not answered.
In this case, that leaves one call, call # 7 with a duration over 5 minutes that
was not recorded. This was an internal extension to extension call. Extension
291 was calling extension 298. The mirroring, at this site, was setup not to
record internal calls.
To summarize what we found, QMS did record 100% of all legitimate calls that it
was intended to record. It did not record incomplete calls, miss-dialed calls,
unanswered calls, line busy, trunk busy and not in service calls but the
Shoretel logs do not differentiate between legitimate calls and extraneous
calls.
In addition, you can configure the QMS Server not to record calls of a certain
minimum length. All these things have to be considered when troubleshooting
this problem.
That is why, I made the opening statement, ” When a customer reports this type
of issue, it is imperative that they provide very specific information on just
what calls are not being recorded.”
The customer needs to provide the QMS User, the time and date of the Call, The
Incoming CallerID or Outgoing Number and have verified that it was a legitimate
phone call; that the QMS User did reach and talk to another human being.
Comparing logs should not be considered as valid information in determining
whether or not a Call Recording problem exists.
Return
to Main Page